1. Pete Williams Governor’s Office for Innovation in Government

2. Background--Why? n Governor Davis is committed to improving service to the public and has charged agencies and departments with achieving better performance at less cost by focusing on customer service and improved outcomes for the public. --1999-2000 Budget language

3. Background---Who? n Governor Davis has tasked the Office for Innovation in Government to focus on those state services with the most direct and significant impact on the public.

4. The process of evaluating the organization to reveal the extent to which it has met its mission. The process of evaluating the organization to reveal the extent to which it has met its mission. Performance Measurement

5. Why Measure Performance? n To communicate results of programs and services--What was achieved? n Promotes public accountability--How well are citizens served?

6. What’s In It for You? n Good Management Tool--Provides better information for effective decision-making, including resource allocation. n Drives improvement--Helps employees and managers focus on what is important.

7. The end results of outputs that are designed to help accomplish a portion of the department’s mission. Performance Outcome

8. Resources consumed by the system Steps to produce output Products/services produced End results Inputs - Processes - Outputs - Outcomes - Inputs - Processes - Outputs - Outcomes - Points of Measurement

9. Processes Outputs Outcomes Inputs Financial or staffing measures (budget, equipment, human resources) Efficiency measures Efficiency measures (cycle time, error rate) Productivity measures Productivity measures (units of work done)Results (customer satisfaction, mission accomplishment) The Measurement Chain

10. Mission: Mission: A statement of purpose, i.e. what an organization does and the customers it serves. An organization’s reason for existing. Goal: Goal: A desired result sought within the context of the mission. Performance Measurement: Performance Measurement: Evaluating an organization to reveal the extent to which it has met its mission. Inputs: Inputs: Resources consumed by the system (e.g. budget, equipment, human resources). Processes: Processes: Steps and activities to produce an output. Outputs: Outputs: Work or products/ services produced. Outcomes: Outcomes: The end results of outputs aimed to help accomplish a portion of an organization’s mission. Something the customer cares about. Outcome Measure: The “yardstick” by which the results of a particular program or goal are measured. Reflects customer interest. Terms of Measurement

11. Examples of Measures

13. How Develop Measures? Input + Process + Output = Outcome n Step 1: Define your mission & gain consensus from internal and external customers. n Step 2: Identify your major program activities that are derived from your mission. n Step 3: Identify the desired outcomes or results for each program.

14. How Develop Measures? (cont.) Step 4: List the primary inputs, processes and outputs associated with the outcome (In and out diagram). Step 5: Identify the current or potential measures along the “Measurement Chain.” Step 6: Determine how to collect data for each measure, including data sources.

15. How Develop Measures? (cont.) Step 7: Collect and Analyze data. Step 8: Begin to use results to make management decisions to effect improved outcomes. Step 9: Report results to stakeholders.

16. Examples of Measures